National Service call centre leads the way in international best practices
Singapore, 12 October 2009
Award recognises call centre manager’s commitment to world-class service
SINGAPORE– October 9, 2009 –NCS Pte Ltd, the leading infocommtechnology (ICT) and communications engineering service provider, emerged victorious in the small-to-medium category at this year’s International Customer Management Institute’s (ICMI’s) Global Call Centre Of The Year award ceremony held yesterday evening in Las Vegas (Singapore time).
This annual award honours companies who have exemplified effective call centre management, along with providing high standards of service that not only meet, but surpass the expectations of their customers.
Entering the award for their role in managing the National Service (NS) call centre operations for the National Service Portal, the win reaffirms NCS’ commitments towards offering world-class services and expertise that contribute to the organisational success of its clients.
NCS Portal City General Manager, Mr Ng See Sing said: “The call center has the most direct touch points with customers and often manages a myriad of issues which are diverse and challenging. We strive to handle all challenges with poise and place the customer at the heart of our decision-making. This service orientation keeps us on the right track in creating a more pleasant call experience, transforming customer service perception for our clients with improved satisfaction, productivity, confidence and engagement in the services.”
NCS Portal City is a business unit of NCS and manages the day-to-day NS portal and call centre operations.
To achieve such excellence, the call centre counts on a team of dedicated, full time Customer Service Offices (CSOs) who work in shifts to offer 24/7 service.
Rosalind Lee, Senior Manager Service Desk said: “The NS call centre is a personalised and convenient front office for our national servicemen. They can call in to enquire about their NS-related transactions and other lifestyle offerings provided on the NS Portal. This is in line with the Ministry’s vision of excellence NS administration characterised by a “One Point, One Touch, One Source” experience. This one stop call centre will provide our servicemen with the services to meet their diverse range of needs so as to enhance their overall national service experience.”
Indeed, the success and effectiveness hinges on a combination of factors like the multi-skilled CSOs who are motivated to provide highly accessible and customer orientated services, the optimized processes and the close stakeholders - call centre partnership where there is constant review and refinement to workflows, FAQs and other information to provide comprehensive services to the national servicemen. The NS call centre’s achievement is therefore, testament to the successful public-private-collaboration.
Mr Ng said: “This award reaffirms our capabilities and commitment to consistently deliver world-class services to our customers. A key part of our successes is the trusted partnership we have with clients who entrusted us with the management of their portal and related services, including the call centre. This includes creating the right environment for our CSOs and equipping them with a conducive working environment and the necessary technological support to carry out their jobs well. With the ICMI recognition, we look forward to working even closer with our customers to raise the standards of services in our continuous pursuit of improvement. "
Founded in 1985, the International Customer Management Institute (ICMI), a part of Think Services, is one of the call centre industry's most established and respected organizations. ICMI's mission is to provide resources and expertise that help individuals and organizations improve operational performance, attain superior business results and increase the strategic value of their customer contact services. Through the dedication and experience of its team, uncompromised objectivity and results-oriented vision, ICMI has earned a reputation as the industry's most trusted source for: Consulting, Training, Publications, Events, and Professional Membership. Through constant innovation and research, ICMI's network of resources and services have become the industry's gold standard. To learn more, visit http://www.icmi.com/.
NCS is a leading infocomm technology (ICT) and communications engineering service provider with more than 7,000 staff located in more than 10 countries across the Asia Pacific and Middle East regions. With proven expertise in consulting, development, systems integration, outsourcing, infrastructure management and solutions gained while serving government and commercial organisations across the region, NCS delivers end-to-end support for every organisation’s technology needs. Headquartered in Singapore, NCS is a wholly-owned subsidiary of the SingTel Group. www.ncs.com.sg
About NCS Portal City
NCS Portal City is a business unit of NCS Group. Portal City was set up to harness the benefits of active collaboration and integration of the services and needs of public agencies, private sector and people to maximise their returns on portal investment. Portal City provides one-stop, end-to-end portal infrastructure and managed services from conceptualisation, design, development, operating to marketing. Portal City aims to create a vibrant e-Community and to aggressively develop business opportunities through syndication and market collaboration. Some of these portals include NS Portal, Overseas Singaporean Portal, MyeCitizen Portal, Singapore Infocomm Portal, MFA Portal, and Moving House e-Service. For more information, please visit http://www.ncs.com.sg.
About NS Portal
NS Portal is a portal for all National Service personnel to access all important eServices and information online. Created to serve the NS community, the NS Portal is a convenient and effective way to communicate with MINDEF/SPF/SCDF at the comfort of your home or office.
In addition to MINDEF/SPF/SCDF eServices, share NS experiences, stories and views with fellow National Service men and women through activities like forums and polls. To further enhance the NS portal experience, members will also enjoy a host of lifestyle benefits like discounts and exclusive promotions.
NS Portal will continue to be the incorporated platform for all National Service personnel to transact, interact and communicate with MINDEF/SPF/SCDF anytime and anywhere.
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